Lead Service Designer (Digital CX)

TL;DR

Lead Service Designer (Digital CX): Leading service design strategy and execution across large-scale digital customer journeys with an accent on service blueprints, journey mapping, and cross-functional collaboration. Focus on driving design excellence, improving operational models, and integrating AI-enhanced tools to deliver world-class customer experiences.

Location: Must be able to work hybrid in either the London (Osterley) or Leeds office (3 days per week in office).

Company

hirify.global is a leading European media and entertainment brand connecting millions of customers through innovative products and services.

What you will do

• Lead a team of service designers to define and improve end-to-end, multi-channel customer journeys.
• Drive strategic service design across portfolios, aligning journeys with business goals and customer needs.
• Partner with Product, Design, Tech, and Architecture leaders to deliver scalable service solutions.
• Own the evolution of service blueprints, journey maps, and operational models across the customer lifecycle.
• Evolve service design methods and drive the adoption of AI-enhanced tools to improve efficiency.
• Define experience principles, frameworks, and CX KPIs connecting digital and real-world touchpoints.

Requirements

• Must have the right to work in the UK (no sponsorship provided).
• Proven track record of leading service design for large-scale digital products and operations.
• Expert-level skills in journey mapping, service blueprinting, and systems thinking.
• Mastery in accessibility standards, user research methods, and analytics tools.
• Strong storytelling and stakeholder influence skills in fast-paced environments.
• Ability to work hybrid 3 days per week in London or Leeds.

Culture & Benefits

• Free hirify.global TV or NOW package including hirify.global Sports and hirify.global Cinema.
• Pension package with up to 9% employer contribution.
• Private healthcare with mental health support and dental insurance.
• Discounts on hirify.global products including Mobile, Broadband, and Glass.
• Access to subsidised gyms, restaurants, and on-site facilities at campus locations.
• Sharesave and Tech schemes.